YOUR TASK AND RESPONSIBILITIES

• Create data Modelling through design engaging conversation
  • Design NLU based on the knowledge shared by Business and refine for any conflicts with an expected FScore (Confidence Score) of 0.95+
• Create human-like conversation for user engagement including but not limited to NLU, personalization, interactive, clear and responsive conversation."
• Create Content for responses that is consistent and recognizable as a character that comes to life
• Develop a persona with conversation design across interactions to bring the character to life
• Create utterances with directional conversation design
• Monitor process exceptions through Sprint Analysis of Chatbots on a regular basis and Suggest improvements
• Regularly monitor and report project analytics in PBI to identify room for value addition and to perform gap analysis
• Data driven approach to decision making with High level of technical aptitude
• Data driven approach to validate analytics on a regular basis by regularly reviewing PBI automated analytics reporting to identify value addition and perform gap analysis
• Ability to work in a startup environment with Interest in artificial intelligence and Advanced technologies
• Good understanding of AI platform, SNOW, Chat GPT, LLM, NLU, NLP, RAG and Mixed models
• Have a solid understanding of Content design
• Working experience on conversational design that promotes user engagement
  • Able to anticipate and think SMART especially when creating conversational elements (e.g. utterances, follow ups) to be feed on the bot.
• Develop and maintain conversational design without conflict and highest achievable Fscore
• Analytical approach for trouble shooting with can-do attitude
• Perform continuous Content monitoring and adjustment
• Can perform technical trainings for the CAI team on onboarding process;
• Acts as the initial go-to person by the CMT team;
• Responsibly acts as the POC for assigned projects from Converse AI
• Drives innovation and process improvement tasks for the team minimum 1 initiative per quarter can be in a form of Best Practice Sharing, Improvements, etc.;
• Supports in the Root Cause Analysis and other data analytics (e.g. KPI Reporting)
• Responsible to take ownership to provide RCA together with corrective and preventive action
• Supports in the documentation update (e.g. DP, Supporting Document)
• Perform stakeholder management for critical and complex projects;
• Ability to handle critical and complex projects with effective Stakeholder Management
• Deputy and back•up support for the Senior Expert;
• Drives innovation and continuous improvement;
• Keeps performance meeting/exceeding expectation (CSAT result etc)
• Meet and exceed expectations to achieve targets for KPIs (NPS, MTTR, FCR, Accuracy rate and SCT Handling) and others
• Perform any other tasks as assigned by the direct supervisor (e.g. Working groups)
• Proactively improve Projects under scope
• Working capability on Power Platforms (Power BI and Power Automate)
• Understand and apply the concepts of DSO

WHO YOU ARE

• Have a end-to-end process mindset
• Expert knowledge of the relevant platforms (e.g., Cognigy, SNOW, MGA, LLMS, MGAssitant, etc.)
• Computer literacy, ability to use the office suite
• Excellent Communication (spoken and written) & Presentation Skills
• English at least B2 written and spoken
• Ability to be imaginative and have creative thinking (e.g. Think Out of the BOX/Innovative)
• Experience in creative problem solving
• Knowledge in several programming languages such as Java Script, HTML, JSON, Python, R, etc
• Advanced MS Excel and coding skills;
• Data analytics
• Organization skill
• Project Management
• Stakeholder Management
• Flexibility in roles and assignments
• Knowledge in Power Platforms (Power App, Power Automate and Power BI)
• Knowledge in SCRUM and Agile Methodology